Application Notes for Nine One One, Inc. QuickResponse TM with Avaya Communication Manager using Avaya Application Enablement Services Issue 1.

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Nine One One, Inc. QuickResponse TM with Avaya Communication Manager using Avaya Application Enablement Services Issue 1.0 Abstract These Application Notes describe the configuration steps required for the Nine One One, Inc. QuickResponse application to successfully interoperate with Avaya Communication Manager using Avaya Application Enablement Services. The Nine One One, Inc. QuickResponse is a 911 Public Safety Answering Point management solution that uses the Avaya Telephony Services Application Programming Interface service to provide emergency call center screen pop and call control applications. Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. 1 of 24

2 1. Introduction Nine One One, Inc. QuickResponse is a 911 Public Safety Answering Point management solution, and integration with Avaya Communication Manager is achieved through the Application Enablement Services (AES) Telephony Services Application Programming Interface (TSAPI) service. The Nine One One, Inc. QuickResponse solution consists of a server and clients connected via TCP/IP. The 911 call takers desktops are connected to the QuickResponse server, with dispatcher-initiated actions such as answering and transferring calls mostly initiated via this interface. The QuickResponse server uses the AES TSAPI service to monitor Vector Directory Numbers (VDNs) and call taker stations. The incoming calls are delivered from the VDN to a virtual station. The virtual station s call appearances are bridged onto the physical call takers station, therefore all call takers will be alerted of the incoming call. When an available call taker answers the incoming 911 call, the QuickResponse server uses the ANI from the TSAPI event reports to look up the associated Automatic Locator Information (ALI) information, and populates the answering call taker screen with both ANI and ALI. The TSAPI call control services are used by QuickResponse to perform call related actions initiated from the call taker desktops. The ALI information is typically provided by an external ALI provider that the QuickResponse server interfaces with. For the compliance testing, the QuickResponse server used an internal database to obtain the ALI information. In addition to handling incoming 911 calls, the call takers can also be configured to handle administrative calls for the 911 incident management center, which was also verified in the compliance testing. Figure 1: Nine One One, Inc. QuickResponse with Avaya Communication Manager using Avaya AES 2 of 24

3 2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Software Avaya S8500 Server Avaya Communication Manager 5.0, R015x Avaya MCC1 Media Gateway TN799DP C-LAN Circuit Pack HW01 FW017 Avaya Application Enablement Services 4.2 Avaya 4600 Series IP Telephones (H.323) 2.9 Avaya 9600 Series IP Telephones (H.323) 1.2 Nine One One QuickServer (server) Nine One One QRConnectAv (server) Nine One One QuickResponse (client) of 24

4 3. Configure Avaya Communication Manager The detailed administration of basic connectivity between Avaya Communication Manager and Avaya AES are not the focus of these Application Notes and will not be described. For administration of basic connectivity to Avaya AES, refer to the appropriate documentation listed in Section 10. This section provides the procedures for the following: Verify Avaya Communication Manager License Administer TSAPI CTI link Administer virtual stations Administer call taker stations Administer 911 vector and VDN Administer administrative vector and VDN 3.1. Verify Avaya Communication Manager License Log into the System Access Terminal (SAT) to verify that the Avaya Communication Manager license has proper permissions for features illustrated in these Application Notes. Use the display system-parameters customer-options command to verify that the Computer Telephony Adjunct Links customer option is set to y on Page 3. If this option is not set to y, then contact the Avaya sales team or business partner for a proper license file. display system-parameters customer-options Page 3 of 11 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? y Backup Cluster Automatic Takeover? n A/D Grp/Sys List Dialing Start at 01? y CAS Branch? n Answer Supervision by Call Classifier? y CAS Main? n ARS? y Change COR by FAC? n ARS/AAR Partitioning? y Computer Telephony Adjunct Links? y ARS/AAR Dialing without FAC? y Cvg Of Calls Redirected Off-net? y ASAI Link Core Capabilities? y DCS (Basic)? y ASAI Link Plus Capabilities? y DCS Call Coverage? Y 3.2. Administer TSAPI CTI Link Add a CTI link using the add cti-link n command, where n is an available CTI link number. Enter an available extension number in the Extension field. Note that the CTI link number and extension number may vary. Enter ADJ-IP in the Type field, and a descriptive name in the Name field. Default values may be used in the remaining fields. add cti-link 1 Page 1 of 3 CTI LINK CTI Link: 1 Extension: Type: ADJ-IP COR: 1 Name: NineOneOne TSAPI Link 4 of 24

5 3.3. Administer Virtual Stations Add a virtual station for delivering of 911 calls using the add station n command, where n is an available extension number. Enter the following values for the specified fields, and retain the default values for the remaining fields. Type: Name: X A descriptive name. add station Page 1 of 5 STATION Extension: Lock Messages? n BCC: 0 Type: 6408D+ Security Code: TN: 1 Port: X Coverage Path 1: COR: 1 Name: NineOneOne virtual 911 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Time of Day Lock Table: Loss Group: 2 Personalized Ringing Pattern: 1 Data Module? n Message Lamp Ext: Speakerphone: 2-way Mute Button Enabled? y Display Language: english Survivable COR: internal Survivable Trunk Dest? y Media Complex Ext: IP SoftPhone? n Remote Office Phone? N Navigate to Page 2, and disable the Restrict Last Appearance field. add station Page 2 of 5 STATION FEATURE OPTIONS LWC Reception: spe Auto Select Any Idle Appearance? n LWC Activation? y Coverage Msg Retrieval? y LWC Log External Calls? n Auto Answer: none CDR Privacy? n Data Restriction? n Redirect Notification? y Idle Appearance Preference? n Per Button Ring Control? n Bridged Idle Line Preference? n Bridged Call Alerting? n Restrict Last Appearance? n Active Station Ringing: single H.320 Conversion? n Per Station CPN - Send Calling Number? Service Link Mode: as-needed Multimedia Mode: basic MWI Served User Type: Display Client Redirection? n AUDIX Name: Select Last Used Appearance? n Coverage After Forwarding? s Automatic Moves: no Multimedia Early Answer? n Direct IP-IP Audio Connections? y Emergency Location Ext: IP Audio Hairpinning? n 5 of 24

6 Navigate to Page 4, and administer a sufficient number of call-appr buttons. Note that one callappr button is needed for each simultaneous 911 calls. In the compliance testing, two call-appr buttons were administered for support of two simultaneous 911 calls. add station Page 4 of 5 STATION SITE DATA Room: Headset? n Jack: Speaker? n Cable: Mounting: d Floor: Cord Length: 0 Building: Set Color: ABBREVIATED DIALING List1: List2: List3: BUTTON ASSIGNMENTS 1: call-appr 5: 2: call-appr 6: 3: 7: 4: 8: Repeat this section to administer a virtual station for delivering of administrative calls. For the compliance testing, two virtual stations were administered as shown below. list station count 2 STATIONS Ext/ Port/ Name/ Room/ Cv1/ COR/ Cable/ Hunt-to Type Surv GK NN Move Data Ext Cv2 COS Jack X NineOneOne virtual D+ no X NineOneOne virtual adm D+ no 1 6 of 24

7 3.4. Administer Call Taker Stations Add a station for each 911 call taker s telephone using the add station n command, where n is an available extension number. Enter the following values for the specified fields, and retain the default values for the remaining fields. Type: A valid station type, in this case Name: A descriptive name. Security Code: A desired value. add station Page 1 of 6 STATION Extension: Lock Messages? n BCC: 0 Type: 9650 Security Code: TN: 1 Port: IP Coverage Path 1: COR: 1 Name: NineOneOne call taker 1 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: Speakerphone: 2-way Mute Button Enabled? y Display Language: english Button Modules: 0 Survivable GK Node Name: Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? n Customizable Labels? y Navigate to a page with available buttons, in this case Page 5. Administer a brdg-appr button for each call appearance on the virtual stations for the 911 and administrative calls, as shown below. add station Page 5 of 6 STATION AUXILIARY BUTTON ASSIGNMENTS Main View Shifted View 4: brdg-appr B:1 E: : 5: brdg-appr B:2 E: : 6: brdg-appr B:1 E: : 7: brdg-appr B:2 E: : 8: 16: 9: 17: 10: 18: 11: 19: BUTTON ASSIGNMENTS 20: 21: 22: 23: 24: 7 of 24

8 Repeat the add station n command to add the desired number of call taker stations. For the compliance testing, two call taker stations were administered as shown below. list station count 2 STATIONS Ext/ Port/ Name/ Room/ Cv1/ COR/ Cable/ Hunt-to Type Surv GK NN Move Data Ext Cv2 COS Jack S00000 NineOneOne call taker no S00166 NineOneOne call taker no 1 8 of 24

9 3.5. Administer 911 Vector and VDN Modify a vector using the change vector n command, where n is an available vector number. This vector will provide routing of incoming 911 calls to the proper virtual station. Note that the vector Number and route-to number may vary, and that the route-to number is the extension of the virtual station for the 911 calls from Section 3.3. change vector 2 Page 1 of 6 CALL VECTOR Number: 2 Name: NineOneOne 911 Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y Variables? y 3.0 Enhanced? y 01 route-to number with cov n if unconditionally 02 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector. Name: A descriptive name. Vector Number: The vector number from above, in this case 2. add vdn Page 1 of 3 VECTOR DIRECTORY NUMBER Extension: Name*: NineOneOne 911 VDN Vector Number: 2 Attendant Vectoring? n Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN*: 1 Measured: none VDN of Origin Annc. Extension*: 1st Skill*: 2nd Skill*: 3rd Skill*: * Follows VDN Override Rules 9 of 24

10 3.6. Administer Administrative Vector and VDN Modify a vector using the change vector n command, where n is an available vector number. This vector will provide routing of incoming administrative calls to the proper virtual station. Note that the vector Number and route-to number may vary, and that the route-to number is the extension of the virtual station for the administrative calls from Section 3.3. change vector 3 Page 1 of 6 CALL VECTOR Number: 3 Name: NineOneOne adm Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y Variables? y 3.0 Enhanced? y 01 route-to number with cov n if unconditionally 02 Add a VDN using the add vdn n command, where n is an available extension. Associate this VDN with the newly added vector, and submit these changes. Name: A descriptive name. Vector Number: The vector number from above, in this case 3. add vdn Page 1 of 3 VECTOR DIRECTORY NUMBER Extension: Name*: NineOneOne adm VDN Vector Number: 3 Attendant Vectoring? n Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN*: 1 Measured: none VDN of Origin Annc. Extension*: 1st Skill*: 2nd Skill*: 3rd Skill*: * Follows VDN Override Rules 10 of 24

11 4. Configure Avaya Application Enablement Services This section provides the procedures for configuring Avaya AES. The procedures include the following areas: Verify AES license Administer TSAPI link Obtain Tlink name Administer QuickResponse user Restart TSAPI service 4.1. Verify AES License Access the AES OAM web-based interface by using the URL in an Internet browser window, where ip-address is the IP address of the AES server. The Login screen is displayed as shown below. Log in with appropriate credentials. 11 of 24

12 The Welcome to OAM screen is displayed next. Select CTI OAM Admin from the left pane. The Welcome to CTI OAM Screens is displayed. Verify that AES is licensed for the TSAPI service, as shown below. If the TSAPI service is not licensed, contact the Avaya sales team or business partner for a proper license file. 12 of 24

13 4.2. Administer TSAPI Link To administer a TSAPI link, select Administration > CTI Link Admin > TSAPI Links from the left pane. The TSAPI Links screen is displayed, as shown below. Click Add Link. The Add / Edit TSAPI Links screen is displayed next. The Link field is only local to the AES server, and may be set to any available number. For Switch Connection, select the relevant switch connection from the drop-down list. In this case, the existing switch connection S8500 is selected. For Switch CTI Link Number, select the CTI link number from Section 3.2. Retain the default values in the remaining fields, and click Apply Changes. 13 of 24

14 4.3. Obtain Tlink Name Select Administration > Security Database > Tlinks from the left pane. The Tlinks screen shows a listing of the Tlink names. A new Tlink name is automatically generated by the AES server, upon creation of a new switch connection. Locate the Tlink name associated with the relevant switch connection, which would use the name of the switch connection as part of the Tlink name. Make a note of the associated Tlink name, to be used later for configuring the QuickResponse server. In this case, the associated Tlink name is AVAYA#S8500#CSTA#AES-TEST. Note the use of the switch connection S8500 as part of the Tlink name. 14 of 24

15 4.4. Administer QuickResponse User Administer a new user account for the QuickResponse server, which is created from the AES User Management web pages. Select OAM Home, located at the upper right corner of the screen, to display the Welcome to OAM screen below. Select User Management from the left pane. The Welcome to the User Management home page screen is displayed, as shown below. 15 of 24

16 Select User Management > Add User from the left pane. In the Add User screen shown below, enter descriptive values for the User Id, Common Name, Surname, User Password, and Confirm Password fields. For the CT User field, select Yes from the drop-down list. Retain the default value in the remaining fields. Click Apply at the bottom of the screen (not shown below) Restart TSAPI Service Select Maintenance > Service Controller from the left pane. The Service Controller screen is displayed, and shows a listing of the services and associated status. Check the TSAPI Service, and click Restart Service. 16 of 24

17 5. Configure Nine One One, Inc. QuickResponse Server This section provides the procedures for configuring the Nine One One, Inc. QuickResponse server. The procedures include the following areas: Administer Connections Administer VDN Administer Stations 5.1. Administer Connections From the QuickResponse server, select Start > All Programs > QRConnectAv > QRConnectAv. Select Tools > Options from the top menu (not shown below), to display the QRConnect Options screen. Select the Connections tab. For TSAPI Server name, enter the Tlink name from Section 4.3. Check the Automatically Start Tsapi Service field. For Tsapi Login, Tsapi Password and Confirm Password, enter the QuickResponse user credentials from Section 4.4. Uncheck the Asterisk #1 and Asterisk #2 fields. For Bind all Socket connections to this IP, select the IP address of the QuickResponse server that will be used to interface to the clients. 17 of 24

18 5.2. Administer VDN Select the VDN tab. Add an entry for the 911 VDN created in Section 3.5, and an entry for the administrative VDN created in Section 3.6. Configure the entries as shown below Administer Stations Select the Stations tab. Add an entry for each call taker station created in Section 3.4, as shown below. Note that the Desc and Pos # fields are used by the application to associate the client desktops with the monitored stations, and the values must match the configuration on the clients. Click Save. 18 of 24

19 6. Interoperability Compliance Testing The interoperability compliance test included feature and serviceability testing. The feature testing focused on verifying the following on QuickResponse: use of TSAPI event reports to populate answering call taker desktops with ANI and ALI information, and use of TSAPI call controls to support call taker call related actions via the desktop. The serviceability testing focused on verifying the ability of QuickResponse to recover from adverse conditions, such as disconnect and reconnect the Ethernet cable to the QuickResponse server General Test Approach The feature test cases were performed both automatically and manually. Upon start of the QuickResponse application, the application automatically requests monitoring of VDNs and call taker stations. For the manual part of the testing, incoming calls were placed to the monitored 911 and administrative VDNs to enable event reports to be sent to QuickResponse. Manual call controls from both the agent desktops and the agent telephones were exercised to verify event reports associated with remaining features such as conferencing and transferring of calls. The serviceability test cases were performed manually by disconnecting and reconnecting the LAN cables to the QuickResponse server. The verification of all tests included checking of proper states at the call taker stations and desktops, and monitoring of the QRConnect Log from the QuickResponse server Test Results All feature test cases were executed and passed. An observation was made from the serviceability testing. When the LAN cable for the QuickResponse server was disconnected and later reconnected, the QuickResponse client did not attempt any reconnection to the QuickResponse server until the agent initiates action from the desktop. The instruction to the call takers are to call for QuickResponse technical support, whenever the QuickResponse Communication Error pop up window is displayed upon loss of connectivity to the server. 19 of 24

20 7. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya Communication Manager, Avaya Application Enablement Services, and Nine One One, Inc. QuickResponse Verify Avaya Communication Manager On Avaya Communication Manager, verify the status of the administered CTI link by using the status aesvcs cti-link command. Verify that the Service State is established for the CTI link number administered in Section 3.2, as shown below. status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 1 4 no AES-Test established Verify Avaya Application Enablement Services On Avaya AES, verify the status of the TSAPI link by selecting Status and Control > Services Summary from the left pane. Click on TSAPI Service, followed by Details (not shown below). The TSAPI Link Details screen is displayed. Verify the Conn Status is Talking for the TSAPI link administered in Section 4.2, as shown below. 20 of 24

21 7.3. Verify Nine One One, Inc. QuickResponse From the Nine One One, Inc. QuickResponse client, select Start > Program > QuickResponse > QuickResponse. The Quick Response screen is displayed. Make an incoming 911 call, and verify all call takers are alerted of the ringing call in the bottom portion of the QuickResponse screen. Click on the Answer icon in the upper left portion of the screen from one of the call taker s desktop. 21 of 24

22 Verify the call taker is connected to the caller with two-way talk paths, and that the call taker screen is populated with the caller ANI and ALI information, as shown below. 22 of 24

23 8. Support Technical support on Nine One One, Inc. QuickResponse can be obtained through the following: Phone: (800) hours emergency support (303) am-5pm MST 9. Conclusion These Application Notes describe the configuration steps required for Nine One One, Inc. QuickResponse to successfully interoperate with Avaya Communication Manager using Avaya Application Enablement Services. All feature test cases completed successfully. An observation was made from the serviceability testing. When the LAN cable for the QuickResponse server was disconnected and later reconnected, the QuickResponse client did not attempt any reconnection to the QuickResponse server until the agent initiates action from the desktop. The instruction to the call takers are to call for QuickResponse technical support whenever the QuickResponse Communication Error pop up window is displayed upon loss of connectivity to the server. 10. Additional References This section references the product documentation relevant to these Application Notes. Administrator Guide for Avaya Communication Manager, Document , Issue 4.0, Release 5.0, January 2008, available at Avaya MultiVantage Application Enablement Services Administration and Maintenance Guide, Release 4.2, Document ID , Issue 10, May 2008, available at QuickResponse Online Guide & QuickResponse Online Supervisor Guide, Version 2.0.1, 2008, available on the QuickResponse server. QRConnectAv Online Guide, Version 8.0.1, 2008, available on the QuickResponse server. 23 of 24

24 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DevConnect Program at 24 of 24